One of the defining activities of human beings is conversation. We like to talk to one another, and do it often. In our interactions with companies, our conversations have become increasingly, and insidiously, scripted. When we call “customer service”, we’re put in contact with someone who has been told how to talk to us, and [...]
In a recent post to Creativity Online, Jen Bove (who is a friend of mine) posits: “Service design, while often talked about in academia, is getting more and more attention from design companies and service providers, as the impact of experience design has been proven to increase customer satisfaction and brand perception.” And while I [...]
Among the staples of my presentation about customer experience is Target’s ClearRx pharmacy system. It’s a great story of design making a difference. What’s more fascinating to me, though, is how such good design made it out into the world. Through reviewing explanations and interviews online, I pieced together some lessons of why it worked [...]
On Friday, they posted my latest at HarvardBusiness.org, “How to Fit Into Your Customers’ Multi-Channel Lives”. I’m trying to get the word out since posting Friday afternoon means it’s largely been ignored.